Add Speech and Text Analytics upgrade add-on to your organization

AI-generated summary

Genesys Cloud's Speech and Text Analytics (STA) capabilities are delivered through the AI Experience Token Bundle, enabling voice transcription, sentiment analysis, and topic spotting functionalities. The platform implements a dual billing structure based on administrator permissions and agent usage, with WEM Add-On taking precedence over STA when both are active. Administrative billing is triggered by permissions for transcription settings, STA settings, topics, programs, categories, and feedback management, while agent billing applies to Topic Spotting and Native Voice Transcription usage. Organizations must maintain either Genesys Cloud CX 1 or CX 2 license and require consistent licensing across STA or WEM Add-Ons. A new permission-based, usage-driven billing model enhances transparency and predictability, allowing transcription allocation through admin-assigned permissions without automatic license triggers. Users without specific permissions can access transcription from the organization's global fair-use pool. Careful permission management, particularly for Master Admin roles, is essential to prevent unintended STA upgrade charges. The system supports Extended Voice Transcription Services (EVTS) and features like agent empathy analysis and workforce engagement management, with token metering and pricing details available through dedicated documentation.

PrerequisitesClick to expand

If you are a Genesys Cloud CX 1 or Genesys Cloud CX 2 customer, you can access Speech and Text Analytics (STA) capabilities such as voice transcription, sentiment analysis, and more by adding the Genesys Cloud AI Experience Token Bundle to your subscription.

To add the Genesys Cloud AI Experience Token Bundle to your subscription, follow the steps outlined here: .

Billing scenarios

Organizations are billed for STA Add-Ons in the following three scenarios:

Administrator Role (Permission-Based Billing)
Genesys bills all users with administrator permissions for STA-related capabilities for the STA Add-On product.
- Routing > Transcription Settings > View, Add, Edit
- Speech and Text Analytics > Settings > View, Edit
- Speech and Text Analytics > Topic > View, Add, Delete, Edit, Publish
- Speech and Text Analytics > Program > View, Add, Delete, Edit, Publish
- Speech and Text Analytics > Category > View, Add, Delete, Edit, Publish
- Speech and Text Analytics > Feedback > View, Add, Delete
Billing > User > STA Upgrade (permission) – Users are billed for the STA add-on when they are assigned administrative permissions related to Speech and Text Analytics. Assigning this permission explicitly upgrades the user to the Speech and Text Analytics add-on and incurs STA billing.

Note:

Genesys Cloud partners and partner customers can access this offering through the Genesys AppFoundry. For more information, contact your Genesys sales representative.
After your organization is upgraded, users assigned to the following roles may incur WEM upgrade charges immediately: Master Admin, Performance Management Admin, Quality Admin, and Quality Evaluator.
Your organization can enable both the WEM add-on and the STA add-on. However, each user can be assigned only one add-on at a time. Because the WEM add-on includes a broader set of features, it takes precedence over the STA add-on.
Transcription usage alone no longer triggers WEM or STA add-on license charges. Transcription minutes are drawn from the organization’s shared global transcription pool, regardless of user permissions. If your organization exceeds its pooled allocation, overage charges apply. For current overage rates, see the Genesys Cloud Fair Use Policy in the Resource Center.

Speech and Text Analytics (STA) Licensing and Transcription Allocation

For Genesys Cloud CX 1 or Genesys Cloud CX 2 customers with Genesys Cloud CX AI Experience (includes STA)

Users who only consume transcription and require transcription on every interaction to support conversation intelligence and insights should be assigned the:
- Billing > User > STA Upgrade permission.
- Assigning this permission upgrades the user to the STA Add-on and ensures transcription allocation.
If a user participates in a customer interaction (for example, through a blind transfer, warm transfer, or conference) and does not have an STA license or the Billing > User > STA Upgrade permission, the consumed transcription minutes are applied to the organization’s total fair use transcription allocation.
After the organization’s transcription pool is consumed, any additional transcription usage is billed at the contracted overage rate.

Preventing unintended billing for STA add-ons

Genesys may bill administrative users with the Master Admin role immediately for STA Upgrades after your organization is upgraded. To prevent incorrect billing, remove the following permissions from users who should not be billed:

Routing > Transcription Settings > View, Add, Edit
Speech and Text Analytics > Settings > View, Edit
Speech and Text Analytics > Topic > View, Add, Delete, Edit, Publish
Speech and Text Analytics > Program > View, Add, Delete, Edit, Publish
Speech and Text Analytics > Category > View, Add, Delete, Edit, Publish
Speech and Text Analytics > Feedback > View, Add, Delete

Pricing

For token metering and pricing, see .

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